Response to Nick Dumi's Concerns Over the Safety of Our Cars (Squeaky Brakes)

On November 13, 2017, Nick Dumi wrote several online reviews stating that our 2017 Ferrari 488 GTB (Red) was in poor mechanical condition, that the brakes weren't properly maintained and that he felt unsafe while driving.

While Nick's concerns are definitely valid (many customers ask about squeaky brakes), we wanted to respond to his statements in more detail than we are able to do with a simple "review comment".

TL;DR (Summary)

Nick Dumi rented our 2017 Ferrari 488 GTB, racked up 72 driving violations, 79 speeding violations, drove it for 225 miles over the course of 9 hours, and tried to get a refund for squeaky brakes (something that high performance carbon ceramic brakes do). After we offered him a partial refund and an opportunity to drive a car that doesn't use ceramic brakes (and don't squeak), he threatened to write us a bad review. Two days after he rented the car, he wrote 4 reviews questioning the safety of the vehicle and has since been BTFO after we published this detailed report. 😂

They offered me a full refund to not write a review about my experience

We offered Nick a partial refund for his trouble as well as a free rental in a car that doesn't use ceramic brakes

They posted my personal information on their website

We posted only his name and last 4 digits of his payment card — all other personally identifying information is blurred out

So how did it go down? What really happened?

While it's not possible to control what someone claims to be true online, we can at least share evidence of our business policies, maintenance records, and customer service protocols. Below is a detailed timeline of events leading up to, during, and after Nick Dumi's rental.

How do you know we're telling the truth?

One thing we do to ensure our cars are up to speed (pun intended) is keep detailed maintenance records. Below is a screenshot of our maintenance records of the 2017 Ferrari 488 GTB (Red) showing the date and time of its tire replacement and brake servicing.

We also record and store all of our CCTV camera footage specifically for incidents just like this. Below is footage of Jesse Tang, our Fleet Manager, replacing the brake pads and tires of the 2017 Ferrari 488 GTB (Red) on November 7, 2017 (two days before Nick booked the car).

We also keep records of where the cars are located, how fast they are driven, whether they are speeding, etc. Below is a screenshot of Nick's entire driving history in the car.

We also store recordings of every single customer phone call, text message, and interaction for the exact purpose of training new booking agents or fighting chargeback fraud. Below is a screenshot of every touch point between our company and Nick Dumi.

What about Nick Dumi? Will he get away with the defamatory claims and chargeback fraud?

Nick Dumi violated our rental agreement, driving policies, published false/defamatory claims and committed chargeback fraud (a type of credit card fraud). While we are not able to win every defamation/fraud case, this one is pretty cut and dry.

Below is a chart of our sales data in relation to the impact of Nick Dumi's falsified reviews. While our total revenue remain relatively unaffected (only a 7% drop), it's clear that Nick's public statements have affected the amount of revenue made from our 2017 Ferrari 488 GTB (Red) pretty dramatically (a 62% drop compared to the sales data from 2016).

Following our overall revenue trend, it would be safe to estimate our Ferrari 488 revenue from December 1 - 12, 2017 to be around $12,374. Since our actual revenue during this period was only $4,781 we estimate the net negative impact of Nick's falsified reviews on our company revenue to be an average of $632 per day.

What kind of person is Nick Dumi? Is he just a concerned customer?

While it's hard to judge the character of a person without spending time with them, it's safe to say that a person's actions are a reflection of who they truly are.

Below is a screenshot of Nick's Harsh Driving Report showing 72 total driving violations (45 of them marked "severe") during the 9 hours the car was in his possession.

If Nick was really concerned over the condition of the brakes, why did he drive for 225 miles before contacting us?

Is there a lesson to be learned here?

We are fully aware that Nick Dumi is like many customers who are somewhat shocked to discover that the $353,000 car they just rented is squeaking all the way down the Las Vegas Strip (this is not the expected behavior for newcomers to exotic cars).

So, based on our experience with Nick, we've made some improvements to the way we handle the issue of squeaky brakes from the way it's presented in our Rental Agreement, to how we display this information on our website, to how we train our booking agents — across the board we've made it as clear as we can to everyone that high performance racing carbon ceramic brakes squeak.

Rental Agreement Before

Rental Agreement After

Website FAQs Before

Website FAQs After

Conclusion

Everyone deserves to get the best possible treatment from everyone. Whether it's the friends we keep or the customers that support us, we know that at the end of the day, we cannot make everyone happy.

So in the end: Please know that we serve you guys to the best of our ability and we love to keep every single customer the happiest possible! 🤙🏽

Frequently asked Questions

Are there any security deposits?

No.

Minor scuffs and scrapes (which are relatively inexpensive to repair) are billed to you directly on the payment card you use to make the reservation or would also be covered under a full coverage insurance policy*.

*Supplemental Damage Waivers are available as well.

Are there any taxes?

No.

All taxes are included in our pricing. (Tourism Taxes, Sales Taxes, etc)

Is there a military discount?

What is the refund policy?

All cancellations, regardless of reason, can only receive a maximum 50% refund. We strictly adhere to this policy.

*Drivers who appear intoxicated, hungover, or unfit to drive will be allowed to transfer their rental to different, safer time slot based on availability.

Absolutely no refunds are given to impaired drivers at our full discretion. Safety of others is our top priority.

Why do the brakes squeak?

Most of our cars use factory stock carbon ceramic racing brakes. The reason they squeak is because they perform best when they are hot (usually on a racetrack).

Since our cars are used on everyday roads, the brake pads are much cooler and thus squeak louder than usual.

Are there any additional or hidden fees?

No.

We absorb all taxes, processing, and other company related fees with the exception of our required International Supplemental Insurance coverage.

Are there any group discounts?

Yes.

We have corporate event packages available upon request for reservations of 6 rentals or more. Please contact our reservations team for more information.

Are there any penalties for late returns?

Yes.

Returning a rental after the specified time results in a $250 late fee plus proration amount.

Are there any speed restrictions or governors?

No.

However, you are required to follow all state and federal laws and we encourage you to drive responsibly.

Are there hourly rentals?

Yes.

The minimum rental period is 4 hours. The maximum rental period is 7 days. Need to rent a car for more than 7 days? Let us know.

Can I book a car for someone else?

Yes.

Reservations need to match the name on the payment card, however you can add additional drivers.

Can I book car rentals online?

Yes.

Our website uses a secure and encrypted online booking system. 🔒

Can I pay with cash?

Yes.

But reserving a car in advance requires full payment up front with either a credit card, gift card, or bitcoin. You can then pay with cash at the time of pickup and we'll refund your original payment.

Can tall people fit comfortably in an exotic car?

Yes. (up to 6'2")

A common misconception in the exotic car world is that tall people cannot fit comfortably behind the wheel. All of our cars can fit persons as tall as 6'2" with the exception of the Convertible Lamborghini Huracán.